Client: A Chinese multinational technology company primarily focused on smartphones.
Challenge/Business Requirement
- Gain a deeper understanding of sales staff's product knowledge and customer interaction skills at retail stores.
- Assess customer satisfaction with the client's offerings compared to competitors.
- Identify any potential pricing undercuts happening at retail locations.
Scope of Work
- Conducted individual mystery audits to evaluate sales staff's product knowledge and customer interaction abilities.
- Performed comprehensive shop audits to assess the overall customer experience and identify any pricing discrepancies.
- Analyzed collected data to provide actionable insights and recommendations to the client.
Conclusion
TechSci Research's behavioral and performance mapping study provided the client with valuable insights into their sales staff's performance and customer satisfaction levels at retail stores. The study helped the client identify areas for improvement in product knowledge and customer interaction skills. Furthermore, the identification of potential pricing undercuts enabled the client to take corrective measures to maintain fair pricing practices and protect their brand image. These insights empowered the client to enhance their sales strategies, improve customer satisfaction, and strengthen their competitive position in the smartphone market.